Remote Customer Support Leader - Build High-Impact Team

Placements24; Polokwane; Remote; ZAR 167,000 - 335,000; Full time

Benefits offered by this job

Performance-based bonuses

Stock options

Private health insurance including not

Generous paid time off

Flexible working hours

Leadership training and development

Job summary

Placements24 is seeking a Remote Customer Support Lead in South Africa. You will guide and mentor a remote team, resolve complex customer issues, and implement strategies to improve service delivery across channels.

Based anywhere in SA, with a strong connection to the Randburg hub, you will drive KPIs, develop training programs, manage the knowledge base, and collaborate with product and sales to ensure a cohesive, high‑quality customer experience in a fully remote environment.

Qualifications

• Bachelor's degree in business, communications, or related field.
• Minimum 5 years in customer support; at least 2 in leadership.
• Experience managing remote or distributed teams.
• Proficient in Zendesk, Salesforce or Intercom.
• Strong leadership, coaching, and team-building skills.
• Data-driven, KPI-focused with excellent communication.

Responsibilities

• Lead, mentor and manage a remote team of customer support professionals, fostering a high-performance culture.
• Develop, implement and refine policies for remote-first environment.
• Oversee daily support operations across email, chat, phone.
• Monitor KPIs (response time, CSAT, NPS) and drive improvements.
• Collaborate with product, engineering and sales to align on customer needs.
• Deliver training programs for agents on product knowledge.
• Manage knowledge base content.
• Identify trends and provide feedback for product improvements.
• Utilise CRM and helpdesk software to streamline processes.
• Drive initiatives to enhance self-service options.

Skills

Leadership

Remote team management

Customer support

CRM software

Analytical thinking

Communication skills

Education

Bachelor's degree in Business Administration, Communications, or related field

Tools

Zendesk

Salesforce

Intercom

Job description

Placements24 is seeking a Remote Customer Support Lead in South Africa. You will guide and mentor a remote team, resolve complex customer issues, and implement strategies to improve service delivery across channels.

Based anywhere in SA, with a strong connection to the Randburg hub, you will drive KPIs, develop training programs, manage the knowledge base, and collaborate with product and sales to ensure a cohesive, high‑quality customer experience in a fully remote environment.